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Help and Support

The following Support options are available:

  1. Service Desk: The Service Desk will be able to assist with support queries and will forward on other queries to the correct team. The Service Desk is located in the DMS Watson Science Library, Malet Place. The Service Desk web page provides details on opening times and a location map.

Issues and information


1.) Mac machines running Sophos - upgrade to Sophos 9

Issues with Sophos anti-virus running on Macs are now resolved with Sophos 9.
Please update your Sophos anti-virus installation to Sophos 9 from the UCL software database
http://swdb.ucl.ac.uk/package/view/id/322?filter=sophos

This will install over the top of  Sophos 8 - there is no need to uninstall Sophos 8 before installing Sophos 9.

Once installed, enter the Sophos username and password to allow the application to connect to the database (this username and password can be found on the Sophos page on the UCL software database)

Once this is configured, click on the Sophos icon, and then "Update Now" and wait for it to download all virus definitions.

You will initially see the Update Window just say "downloading". It will sit like this for quite a while - possible around 5 minutes. Eventually it will begin to download the actual definitions and will display "Downloaded x.xMB". Once this has finished this screen will say "Sophos Anti-Virus is up to date". Then connect to the VPN AnyConnect client.

You MUST wait for all of this to complete, otherwise the VPN client will report the anti virus is out of date.

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2.) Mac machines running older 3.0 AnyConnect clients - upgrade to 3.1

The new software running on the servers should cause your VPN client to automatically update from the older 3.0 version to the new 3.1 version.

To check which version of the client you are running, click on the AnyConnect icon and then Choose "About Cisco AnyConnect".

If for any reason this automatic upgrade does not happen, you may have connection issues. You can manually un-install the 3.0 client and manually upgrade to the new client

Manual upgrade:

Uninstall the AnyConnect VPN client by running the following command in a terminal window: 

sudo /opt/cisco/vpn/bin/vpn_uninstall.sh

Install the standalone VPN AnyConnect client from the link at the bottom of the URL:

https://www.ucl.ac.uk/isd/staff/network/vpn/guides/mac

When prompted, enter the server name vpn.ucl.ac.uk

Attempt to connect to the VPN service.


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3.) Windows machines running Fsecure - firewall issue

Currently Fsecure firewall may not be detected due to FSecure updates. This is affecting all Fsecure version 11 users  and some users on FSecure version 10. If you are affected, as a temporary workaround, enable the Windows firewall.

This has been raised as a bug with Cisco and information will be posted here when this is resolved and the Fsecure firewall is detectable again allowing users to turn off the Windows firewall

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4.) Windows machines running Fsecure - upgrade to version 11.51

You are recommended to run the latest version of FSecure - version 11.51 - this is available on the UCL software database http://swdb.ucl.ac.uk/package/view/id/166?filter=virus
Once FSecure is initially installed, and the initial definitions have downloaded, open the FSecure application. It will still say "Finishing Installation". Wait for this to say "Installation complete". You will notice more virus definitions download.
Once this is all done, you will then be able to access the VPN service.
Please be patient - this can take a long time. Until FSecure has completely finished downloading, you will not be able to use the VPN client.


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5.) Linux  - New AnyConnect client  [UPDATED]

A number of users have reported that the new release of the AnyConnect client works on the following Linux flavours after a straightforward install:

  • Ubuntu 13.10 (64bit)

  • Centos 6.5 (64bit)

  • Debian 7.4 (64bit)

Although Linux is unsupported, it is promising that users have reported successful installs.

Please follow the straightforward instructions in the Linux User Guide 



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6.) Local printing

For security reasons, Local LAN access is not available when you are connected over the Remote Access VPN service. You therefore cannot access local network printers (i.e. wireless printers). A work around is to directly connect the printer to your computer via USB.

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Useful tips

  • Connecting the VPN client will securely connect you to UCL. As part of this process, existing network connections will be terminated and need to be re-established.  For example: If you wish to use a voice application (such as Skype), it is recommended that you start the VPN client and then start your call to avoid disruption to your conversation.

Page last modified on 23 may 14 15:06